We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369228 results
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Decision Reference DRN-5627929
16 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5627929 The complaint Mr A complained that Westerby Trustee Service Limited (Westerby) made mistakes which delayed the transfer of his self-invested personal pension (SIPP) to a new provider (Provider A) which may have resulted in a financial loss. He also complained that he was unh... (7 pages)View decision -
Decision Reference DRN-5613813
16 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5613813 The complaint Mr and Mrs J complain that Barclays Bank PLC has declined to reimburse payments they say neither of them authorised. What happened As the facts are well known to both parties, I’ll summarise them briefly. Mr and Mrs J are disputing five online card payments mad... (2 pages)View decision -
Decision Reference DRN-5497834
16 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5497834 The complaint H complains Zurich Insurance Company Ltd’s settlement of its motor insurance claim is unreasonable. H is a limited company. It’s been represented for the claim and complaint by a director. What happened In October 2024 H’s vehicle was damaged. It claimed agai... (3 pages)View decision -
Decision Reference DRN-5623995
16 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5623995 The complaint Mr L complains that AXA PPP Healthcare Limited hasn’t paid a claim under his private health insurance policy. What happened Mr L, and his child Miss L, are covered by a private health insurance policy which is provided by AXA. Mr L contacted AXA in January 20... (3 pages)View decision -
Decision Reference DRN-5627858
16 Jun 2025 Turney & Associates Ltd UpheldMortgagesDRN-5627858 The complaint Mr C complains that Turney & Associates Ltd unfairly asked him to pay its brokers fee after he decided to take mortgage advice elsewhere. What happened Mr C contacted Turney & Associates for mortgage advice in January 2023 as he was looking to buy a pro... (5 pages)View decision -
Decision Reference DRN-5577570
16 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5577570 The complaint Mr F complains that Zopa Bank Limited was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr F is represented by a third party but for ease o... (3 pages)View decision -
Decision Reference DRN-4557844
16 Jun 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-4557844 The complaint Ms P complains that Tesco Personal Finance Limited, trading as Tesco Bank, rejected her claim under section 75 of the Consumer Credit Act 1974 in relation to the alleged mis-sale of a fractional timeshare. Background On 18 November 2015 (“the time of sale”) Ms ... (3 pages)View decision -
Decision Reference DRN-5622025
16 Jun 2025 Financial Administration Services Limited UpheldInvestmentsDRN-5622025 The complaint The estate of Mr A, represented by Mr R in his capacity as executor of the estate, complains that Financial Administration Services Limited (FASL) have settled a transaction incorrectly. What happened The late Mr A held investments with FASL. After his unfortun... (3 pages)View decision -
Decision Reference DRN-5627844
16 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5627844 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited unfairly declined a claim she made on her motor insurance policy when the vehicle was stolen. Miss B has been, at points, represented in bringing the complaint, by a named driver on the policy. But for eas... (5 pages)View decision -
Decision Reference DRN-5384879
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5384879 The complaint Miss B complains National Westminster Bank Plc (“NatWest”) doesn’t let her open a new account with it following its decision to close a current account in 2018. What happened The details of this complaint are well known by both parties, so I won’t repeat them a... (2 pages)View decision
